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Internet dropping every day

Hi all, my internet is dropping multiple times per day for anywhere between 5 and 30 mins. This is a total dropout, wireless and wired.

as soon as it comes back I check the service status and get nothing, then do the online test thing which finds nothing wrong.

ive even upgraded to vivid200 but this didn't help

rebooting pc and router does not help.

anything I can do as I'm now on the verge of going elsewhere, which I don't want to do as I've been with virgin for years.

thank you

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Message 2 of 22
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Re: Internet dropping every day

Service status is mostly useless. Go into your hub in 192.168.0.1 and post your up/down stream stats and network log. 


Tudor
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Re: Internet dropping every day

Hi Tudor,

Thanks for the reply.

Downstream bonded channelsChannel Frequency(Hz) Power(dBmV) SNR(dB) Modulation Channel ID

12987500003.238.6256 qam21
2322750000138.9256 qam24
33147500001.538.6256 qam23
43067500002.938.6256 qam22
52907500003.538.6256 qam20
62827500003.538.9256 qam19
72747500002.238.6256 qam18
82667500000.738.9256 qam17
9258750000-0.238.9256 qam16
102507500001.438.6256 qam15
112427500002.238.9256 qam14
122347500002.538.9256 qam13
132267500002.938.9256 qam12
14218750000340.3256 qam11
152107500003.538.9256 qam10
162027500003.240.9256 qam9
171947500003.238.9256 qam8
18186750000238.9256 qam7
19178750000-0.737.6256 qam6
20170750000-7.435.7256 qam5
21162750000-1.736.3256 qam4
221547500002.238.9256 qam3
231467500003.738.9256 qam2
241387500003.940.9256 qam1

Upstream bonded channelsChannel ID Frequency(Hz) Mode Power(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)

9239400000ATDMA4416 qam64000005120
9425800000ATDMA4416 qam64000005120
9332600000ATDMA4416 qam64000005120
9146200000ATDMA4416 qam64000005120

 

Network LogDate And Time Error Number Event Description
2018-05-12 17:17:54.0067021100DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-12 17:18:01.0067040400DCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-12 17:20:39.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-12 17:27:16.0083020200Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-12 17:27:21.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-12 17:31:50.0083010100Service Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-12 17:33:04.0083020200Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-12 17:38:14.0083010100Service Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-12 17:38:21.0083020200Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-12 17:43:47.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-12 17:44:01.0067040400DCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-12 17:50:09.0083010100Service Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-12 17:50:37.0083020200Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-12 17:52:28.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-12 17:53:21.0067040400DCC-ACK rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-12 17:53:51.0084020200Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-12 17:54:10.0083020200Service Add Ack rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-12 17:57:44.0067021100DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2018-05-12 21:42:28.0084000700RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
1970-01-01 00:01:35.0082000200No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I hope this means something to you because it's all jibberish to me 🙂

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Re: Internet dropping every day

All the stats are within the correct range, although I have never seen such a mixture of power levels on the downstream. Also I would expect to see 64 not 16 QAM on the upstream. Maybe there is noise on your connection. Try phoning customer services to get them to check out your connection and to see if there are any area faults reported. 


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
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Re: Internet dropping every day

Hi Clyde9971,

Your posted power levels (downstream) show one channel that is too low. The others are within range though and there's no issue with the upstream levels. QAM16 is perfectly fine - the modulation is determined by the CMTS and not necessarily an indicator of something being wrong.

I had wanted to see what your power levels were doing today but your Hub is currently offline. Would you please power it on and let us know when you've done so? We'll then run a few diagnostic tests from here 🙂

 


Jen
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Re: Internet dropping every day

Hi Jen, thanks for the reply.

The ironic thing is that I have not turned my hub off and so it must have dropped yet again.

I will reboot it when I get home from work. 

Thanks 

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Re: Internet dropping every day

Ahh I shall likely not be here when you report back after doing that. And I'll be off until next Monday. I think we should arrange for an engineer to take a look, especially as you'd not powered your Hub off. I shall send you a PM in a moment (purple envelope icon, top right of page) please reply when you can so we can get an appointment organsied 🙂


Jen
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Re: Internet dropping every day

Hi Clyde9971,

I have scheduled an appointment - please check my PM for full details. And let us know how you get on please, your Hub is showing as offline again when I tested just now. It's connected to the CMTS but is offline at the property, Might be worth checking the on/off power button on the Hub hasn't been accidentally pressed.

Bye for now 🙂


Jen
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Re: Internet dropping every day

Hi Jen,

Thanks for your help.

It was working this morning before work so unless my dog can get up the stairs, over the baby gate, open the door to my man cave, find the router and switch it off, I'm guesing this is yet another drop out.

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Re: Internet dropping every day

Hi Clyde9971,

Well yes, I think I'd agree. Either you have an interesting dog or the connection requires some amendment 🙂 Let us know what transpires from the engineer appointment, I'd like to know what's causing this.

Regards,


Jen
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